Impact of quality and environmental investment on business competitiveness and profitability in small service business: the case of travel agencies

Abstract

There are few studies in the literature that examine the combined effect of quality and environmental policies on the financial performance of small service businesses. This gap becomes more evident in highly competitive segments with high mortality rates. This is the case of travel agencies in Spain. This study was carried out by analysing 198 surveys answered by managers of travel agencies, which represents the 5% of the sector. The data obtained were treated with structural equations. The results of this analysis do not find a direct relationship between the implementation of quality policies and financial performance. However, the data show a positive and indirect relationship between them, being both the improvement of the competitiveness as the implementation of environmental policies the mediators between quality and finance. In this sense, this study provides evidence that the commitment to sustainability can be a valid strategy to improve the financial performance of the company.

Keywords:

• quality management
• environmental management
• firm performance and travel agencies